Skip to main content
Big Finish - For the Love of Stories

New Website FAQ

Big Finish: New Website & App FAQ

Welcome to the new Big Finish online home! We have been working hard to upgrade our systems to provide a faster, more modern experience for the love of stories.

Update 28/8

The app is now running versions 2.2.5 on Android and 2.7.3 on iOS. We have addressed a number of issues including inaccessible bonus content, no range filter and podcast access within the app.

When we moved to our new website we did not build a new app, but attached our new database to the existing app. This action was taken to minimise disruption to our customers.

The connection to our new database required a review from the app stores and further security updates to ensure compliance. We have not changed the background code of the app throughout this process, however these security updates have resulted in some compatibility issues in older iOS/Android versions and devices, which are beyond our control. We appreciate the frustration for those customers who use our app and are experiencing issues, and we will continue to apply fixes where possible and assess the best path forwards for our app in the future.

If you have any specific technical issues, please email technical@bigfinish.com directly with device and iOS details, as well as any screenshots/screen recordings as this really helps narrow down issues. We cannot reply to everyone, but we are logging all reports and working to put forward solutions as quickly as possible.

Below is a guide to the most common questions we are receiving.

1. Where is my library?

Your downloads are all there, but the way you access them depends on how you are visiting us today.

On a Computer (Laptop/Desktop):

  • Click the Login button in the upper right corner.
  • Once logged in, click on your Name (upper right) to open your dashboard.
  • Select Downloads from the menu.

On the Mobile Website (Phone/Tablet):

  • Tap the three horizontal lines (menu) in the upper left corner.
  • Scroll to the bottom and tap Log In.
  • Once signed in, tap the menu lines again.
  • The Pro-Tip: Scroll down past "Collections." Just under "Contact," you will see My Account.
  • Tap the arrow next to "My Account" (not the words themselves) to reveal the sub-menu.
  • Tap Downloads to see your library.

2. What about the Big Finish App?

The new website required a database move, which means the app needs an update to "talk" to the new system.

Apple iOS and Android Users: An update is now available in the App/Play Store. Please update your app at your earliest convenience. Once updated, your library will re-sync. This may take some time during high-traffic periods, so we recommend keeping your phone awake while it syncs.

3. I can't find a specific purchase in my library.

If your library count looks different, it may be because free podcasts were not moved in the initial migration. If a paid purchase is missing:

Check your Filters: Ensure they are set to "All Ranges" and "All Release States."
Try hitting Reset or Update after entering a keyword.
If it’s still not there, email sales@bigfinish.com with the title and your original order number.

4. Troubleshooting Login & Orders

Password Resets: If your reset link returns an error, please wait a few minutes and try again; our servers are currently handling a very high volume of requests.
Wrong Currency: Log in to your account. If the currency doesn't update, go to My Details and manually set your "Preferred Currency."

5. App Playback: Single Track vs. Multiple Tracks

We are aware that a small handful of titles are showing as multiple MP3 tracks in the app rather than a single audiobook file. We are working on a fix for these specific titles.

On the Website: Always ensure you select the M4B version for a seamless, single-file experience.

Thank you for your patience and for being part of the Big Finish family. We are monitoring all feedback and will continue to update this page as we refine the new site!

6. Note for our Subcribers

Some subscriber only supplementary media will not be available immediately as migrating this across is a detailed task, and to ensure accuracy, is being held until after the initial launch. We appreciate your understanding and patience in the meantime. We will update as soon as this final migration has taken place.